Supported Environment/Services

The Computer Repair Center provides computer hardware repair services for Apple, Dell, and Lenovo Think branded desktops, laptops, and monitors under the manufacturer’s warranty terms of service. Additionally, we provided out-of-warranty computer hardware repair services for these same computer models for a fee. The computer repair center does not provide computer repair services for any hardware other than Apple, Dell, and Lenovo Think branded desktops, laptops, and monitors.

Note: Starting on Oct 1, 2018 the Out-of-Warranty HP printer repair service will no longer be provided. Please contact the CRC for alternative solutions.

There is no cost to the customer for computer hardware repairs performed under the terms of the manufacturer’s warranty coverage. The cost to the customer for computer hardware repair service performed under the terms of Lenovo’s Accidental Damage coverage or Safeware provided insurance coverage is $100 per incident. For any other out-of-warranty computer hardware repairs the customer will be charged in half hour increments for the time that the Computer Repair Center staff spends in diagnosing the issue, researching repair options, and executing the agreed upon repair. The current and approved Interdepartmental Fee for the computer repair services is $48 per hour. Additionally, the customer will be responsible for all parts costs and processing charges associated with obtaining the needed replacement parts. Out of warranty and/or non-CCI devices may be subject to 1 hour ($48 + tax) diagnostic bench fee.

SLA Response Times

1. Requests for computer hardware repair service will be addressed in the order in which they are received and based on priorities (Critical, Important, General), which are determined by urgency and level of impact.

2. Responses to requests for computer hardware repair service may be via phone or voice mail, e-mail, or personal visit. Multiple attempts (3) will be made to contact the customer requesting service before the service request is closed.

3. Service Level response times to service requests are measured by when a request is submitted via Remedy, the ITS service request tracking system, to the Computer Repair Center. Other forms of contact will affect the ability of the Computer Repair Center to address the requests in a timely fashion and will not be covered under this SLA. Examples of the forms of contact not covered under this SLA include:

Direct emails to individual computer repair service personnel

Direct phone calls to individual computer repair service personnel

KPIs

Respond to Tier 2 Service Requests within 8 business hours

Customer Satisfaction Rating

Service Metrics / Service Goal metrics

Respond to Tier 2 Service Requests within 8 business hours: 80%

Customer Satisfaction Rating: 4.8 to 5.0 out of 5.0

Maintenance Schedule

Not applicable.

Hours Of Operation

Tier 2 computer hardware repair services are available from 7:30 a.m. to 4:30 p.m Monday through Friday, excluding all holidays and university closures. However, customers may request computer repair services at any time using one of the Tier 1 contacts above and will receive a response within 8 business hours.

User/Customer Responsibilities

Request computer hardware repair assistance using one of the options defined in the Submitting a Help Request section in this SLA.

Give an accurate and detailed description of the observed symptoms or behaviors that indicate a computer hardware repair is needed.

The customer is the owner of their data, and must backup any data stored on the computer hardware being repaired before submitting the equipment to the Computer Repair Center for a hardware repair. Data may be lost in the testing, failure diagnosis and repair processes.

Respond to inquiries from Computer Repair Center and/or ITS Response Center staff in a professional and timely manner.

Adhere to applicable University IT Policies, Procedures and Guidelines.